We just implemented KACE Service Desk.  I have default technicians assigned to categories and would like to have an email notification sent to them if a ticket is changed to their category.  I thought this was automatic but it is not functioning on my appliance.  Any thoughts?

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In the queue's configuration, do you have the Email on Events section filled out?  I would start with the Owner - Any Change event enabled and see if that works. Also verify that the techs are being set as the Owner on the ticket when the category changes.

If it's still not working, it may require a custom ticket rule.


Answered 06/28/2012 by: jverbosk
Red Belt

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